Latest Contact Center Best Practices

Costing roughly $5,800 annually, employee acquisition and development is one of the more expensive and time-consuming line items on any company balance sheet. As it relates specifically to the
call center space, an industry that has long been associated with extremely high employee turnover rates and low employee engagement, many managers have increasingly sought to mitigate the impact of low
employee retention by enhancing the quality of their training programs. And with just a moderate 2% increase in employee productivity generally covering the entire cost of any training initiative, it’s hard to argue against the investment.

Often considered an organization’s most valuable asset, employees are increasingly growing disengaged in the workplace, presenting businesses with a number of concerns relating to employee turnover, productivity, and customer satisfaction. In fact, a recent Gallup poll has found 70% of Americans are not engaged in their jobs, costing an estimated $350 billion in lost productivity each year—and the trend shows no signs of slowing down. As it relates to contact centers specifically, agent turnover rates currently average 35% across all call centers, 50% in larger ones, and 60% in those performing outbound campaigns, costing anywhere from 60-200% of an employee’s salary. And as employee satisfaction continues to play a pivotal role in both profitability and the overall customer experience, the need for call centers to create a more engaging work environment quickly becomes clear.